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Mid-senior technical support role in Bangalore with niche platform needs and moderate brand, so medium competition.
Requires CPQ/AEM and enterprise support expertise, moderately transferable across industries.
Explicit 8-14 years, ITIL, and specific platform/support experience make shortlisting highly strict.
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Lead and manage daily L1/L2 SaaS support operations ensuring SLA and KPI adherence in a 24x5 follow-the-sun model.
Provide technical troubleshooting and support for eCommerce platforms, CPQ systems, and Adobe Experience Manager, acting as escalation point for complex issues.
Drive ITIL service management practices including incident, problem, and change management, and lead major incident coordination and process improvements.
8-14 years of experience in enterprise application support (L1/L2/L3) with leadership exposure.
Hands-on experience supporting eCommerce platforms, CPQ solutions, or Adobe Experience Manager (AEM).
Strong ITIL service management knowledge and experience leading global support teams in 24x5 operations.
B.E degree; Work arrangement is hybrid in Bangalore location.
Experienced leader capable of managing and mentoring support engineers in a global delivery environment with adherence to SLAs and KPIs.
Skilled in technical troubleshooting across web applications, integrations, SaaS platforms, and database diagnostics (SQL/NoSQL).
Effective communicator with proven stakeholder management and incident leadership under pressure, focused on continuous service improvement and process optimization.